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Levels of Technical Support

Technical support is often subdivided into tiers or level in order to provide a better fit for the service given to a business or customer base.

The number of levels a business makes use of to organize their technical support departments is dependent on the business’s needs regarding their ability to appropriately provide service to their customers or users. The reason for providing a multi-level support system rather than a singular general support group is to provide clients with the best achievable service in the most efficient possible manner.

Success of the organizational structure is dependent on the technicians’ understanding of their level and scope of responsibility and commitments, their customer response time commitments, and when or how to appropriately escalate an issue and to which level.

Tier 0 (commonly referred to as self-help) is in the form of “wikis” or FAQs that allow users access to information in order for them to resolve and troubleshoot their issues on their own rather than have to contact a local help desk or service desk for help.

(FE)

 

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